Etika Pelayanan Permohonan Akta Perkawinan (Studi di Kantor Kelurahan Krembangan Selatan Kecamatan Krembangan Kota Surabaya Jawa Timur). (Service Ethics for Requesting Marriage Certificates (Study at the South Krembangan Village Office, Krembangan District, Surabaya City, East Java).

Fadilah, Putri Ika (2023) Etika Pelayanan Permohonan Akta Perkawinan (Studi di Kantor Kelurahan Krembangan Selatan Kecamatan Krembangan Kota Surabaya Jawa Timur). (Service Ethics for Requesting Marriage Certificates (Study at the South Krembangan Village Office, Krembangan District, Surabaya City, East Java). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Tujuan dari penelitian adalah mendeskripsikan pelaksanaan etika pelayanan permohonan akta perkawinan dan menganalisis faktor pendukung dan penghambat pelaksanaan etika pelayanan permohonan akta perkawinan di Kantor Kelurahan Krembangan Selatan Kecamatan Krembangan Kota Surabaya Jawa Timur. Penelitian ini menggunakan metode kualitatif. Teknik pengumpulan data diperoleh dari wawancara, observasi dan dokumentasi. Dalam penelitian ini menggunakan 4 teknik analisis data yaitu pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian yang telah dilakukan, peneliti berfokus pada 5 indikator yaitu persamaan hak, kesetiaan, pertanggungjawaban, akuntabilitas dan kualitas layanan. Pada indikator persamaan hak, secara keseluruhan pelayanan sudah baik. Pada indikator kesetiaan, secara keseluruhan sudah diterapkan dengan baik. Pada indikator pertanggungjawaban, masih belum baik. Pada indikator akuntabilitas masih dikatakan cukup. Sedangkan pada indikator kualitas layanan masih dikatakan cukup. Kesimpulan yang diperoleh dalam penelitian ini adalah penerapan etika pelayanan dalam permohonan akta perkawinan bagi pegawai memiliki peranan yang sangat penting karena akan menghindari dari diskriminasi dalam pelayanan, meminimalisir permasalahan pelayanan publik sehingga dapat meningkatkan kualitas pelayanan serta kepuasan masyarakat. Tetapi, terdapat indikator masih perlu perbaikan. Sehingga diperlukannya pengawasan terhadap pegawai untuk mengindari terjadinya penyimpangan dalam proses atau kewenangan.

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